Sini Juntunen (EMEA partner)

Hi,

We would also very much appreciate having this feature supported! It's super important to have multilanguage messages available in Messaging Triggers.

Hi!

Will there be change in this one? It would be great if we could delete a widget from the Admin Center.

Hi,

In Zendesk, if you create a new proactive ticket, and forget to fill in the Requester field, the Requester automatically is set to be you (agent) and the ticket is sent. We would like this to be changed in a way that the ticket would not be sent, but rather the field says that you need to fill something there (i.e. an error would appear).

This would be a very beneficial change for us, as sometimes our new agents forget to fill in the field, and the message goes to their own email, before they notice their mistake.

I have also created a feature request for this now (here).

Hi!

We would very much like Zendesk to develop the feature discusses by other users here, concerning the issue that Guide's My activities now show all the ticket fields, even though there are conditions in the form, and the end-user has not seen some of those fields when submitting their ticket. The current solution now creates a lot of confusion for the end-users.

Hi!

One of our customer's also noticed that the ticket is not automatically opening when the requester (who is an agent) replies to it from email. They wish there will be development to this workflow, as the ticket should open, so that it can be reviewed.

While using side conversation tickets (child tickets) there is a problem that the child ticket doesn't open automatically, when the requester adds a new comment to it from the mother ticket. This should naturally behave like "normal tickets", but it doesn't.

We are currently trying out a trigger that opens Pending tickets when the ticket is updated by  a person who is an agent. However, creating a trigger for this workflow is not ideal, and definitely this should work by default without any triggers. We are not sure yet if this trigger will work ideally in all cases. Thus we hope that Zendesk will develop the child ticket feature futher.

Below is the response we got from Zendesk support, concerning the issue:

This is Dane from Zendesk Advocacy Team and I'm here to help regarding your inquiry on child tickets.I've been playing around with this workflow in my test account all day, and have been coming up short in delivering something grand. I did find a slack thread from last month that has a software engineer talking about how in the future, we plan on having trigger conditions and actions that can work with the parent>child ticket relationship, but at this time, there is no native feature to have an update to the parent ticket reflect in the child ticket.
I DO see some alternative solutions to achieve what you are looking for, which we can not support, but I will put on your radar anyway. Using ZIS to achieve (https://developer.zendesk.com/documentation/integration-services/getting-started/understanding-zis/) the Parent status change>Child status change you're looking for. It looks like it might be some heavy lifting, but this would do it according to the thread I mentioned previously.
I also tried to utilize webhook but it seems the parameters for side conversations is only for open state and closed state which will only be triggered when the Side Conversation has been "Mark as Done". There's no parameter for the actual ticket status.
Would you mind posting your use case to our Feedback on Support topic<https://support.zendesk.com/hc/en-us/community/topics/200132066>? This is to help get more visibility and votes on the idea. Then, others can share their use cases to further drive demand for that feature and eventually have the implementation prioritized.

Hi, we noticed that once custom ticket statuses are activated, the Closed tickets basically have two different statuses: they're stating to be both Closed and Solved. This might cause some confusing within the agents, as they are in a view, glimpsing the tickets there, and the closed tickets seem to be solved. Once they open the ticket, or hover over it, then they see it is actually closed, not solved (screenshot below).

This was not an issue before activating custom ticket statuses. We have not edited the custom statuses, so we assume all Zendesk instances behave this way.

Thanks for considering changing this!

Hi Orsolya Forster,

Thanks for your comment!

All the charts in Guide Dashboard gives the same result, when selecting the Drill in option in them. They are missing all the additional datapoints. I asked about this from Zendesk Support, and they said that unfortunately this is the default setup for Guide Dashboard, and the only thing we can do is to send this feedback and request of having any additional datapoints in the future.

As we use the custom statuses, and some of them are visible to customers also, we have received quite a lot of feedback from our customers that they would like to be able to see the custom statuses also in their search filters in their own profile in Help Center. Currently they can see the statuses on their tickets, but the search filter only supports the status cathegories. We and our customers would be happy if you could develop this feature. Thanks!